Job Description

Position Objective In Thermo Fisher Scientific, customers are at the center of everything we do. In this role, your primary focus is to improve customer experience, drive process efficiencies and consistency in delivering excellent customer service to our external customers, channel partners and stakeholders across our business divisions. You are always professional, and capable of thriving under pressure, in a fast-paced team environment. At all times, you place our Customers First. Your Responsibilities include but are not limited to: Oversee daily QTC (quote-to-cash) end-to-end operations, and ensure we meet our service level agreement. Review dashboard and targets to achieve.

• Plan, prioritize and direct work flow and project assignments within team.
• Set short-term and long-term team goals. Formulate strategy to achieve and track results. Drive and monitor efficiency and productivity to ensure that service standards and key performance indexes (KPIs) are met.
• Conduct team meetings, and one-on-one with direct reports.
• Take ownership of escalated customer issues, conducting root-case-analysis of situations and experience to determine best use of approach and resources, and follow through to resolution within established escalation turnaround time of 24 hours.
• Lead and motivate the Customer Care Team.
• Hiring and onboarding of new employees.
• Support employee career development, identify training opportunities, and perform performance reviews. Identify key contributors, top performers and develop talent for succession planning.
• Foster teamwork and cultivate a safe environment which establish trust and encourage open communication.
• Apply Practical Process Improvement (PPI) methodologies and lead continuous improvement initiatives within team in pursuit of excellence. Identify process gaps and issues, recommend improvements and system enhancements for greater efficiency and productivity.
• Lead and/or participate in cross-divisional/company-wide customer experience initiatives to scope and design standardized business processes.
• Be an active and effective Change Agent, who leads by example with positive attitude and professionalism. Motivate the team to embrace changes through change management.
• Be a trusted partner and advisor to other functions (i.e. sales, marketing, accounting, etc.) and build strong relationships with the functional leaders. Understand the business strategy of the business divisions and how we can contribute to organic growth.
• Be a CAS (Customer Allegiance Score) ambassador for creating positive customer experiences. Make joint customer visits with sales team where necessary to solicit VoC (voice of customers) and grow business relationships with customers. Review CAS data, initiate customer contact to investigate complaints/appreciate positive feedback and facilitate required changes to drive CAS improvement. Provide regular internal communications on Customer Experience initiatives, status and calls to action.
• Develop customer service level agreement, procedures, policies and standards.
• Ensure compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.
• Participate/involve in projects and other work tasks assigned appropriately by the Senior Customer Care Manager.

• A bachelor’s degree in Life Science/Business/Supply Chain disciplines.
• At least 8-10 years of cross-functional Customer Service/Customer Care experience, with 5 years of supervisory leadership. Proven track record of process and performance improvement.
• Strong analytical and problem-solving skills.
• Able to work in highly-matrixed organization and manage stress well.
• Strong organizational and multi-tasking skills.
• Excellent interpersonal skills with proven ability to work across all levels and functions.
• Good written and verbal communication skills in English and Chinese/Mandarin. Any additional languages will be an added advantage.
• Knowledge of Oracle Enterprise One (E1) or SAP will be an added advantage.

• Customers First, Always. Owns the customers.
• Commercial Acumen. Understands the role and contribution of Customer Care in the commercial go-to-market strategy. Recognizes the impact of recruiting and retaining customers and how the lifetime value of each customer is the most important driver of long-term success.
• Market Savvy. Keenly aware of markets, trends and competitors. Good idea of how the company fits within the competitive landscape.
• Drive for Results. Executes plans and meets short and long-term objectives. Drives metrics and key performance indicators.
• Decisive. Understands the economic impact of decisions on the customer and company. Able to move projects and team forward in ambiguous situations. Acts promptly to resolve pressing problems.
• Proactive. Generates ideas for improvement and follows up with action. Takes initiative.
• User-Centered Innovation. Passionate, Curious & Inquisitive. Approaches problems from a customer perspective. Develops solutions with sustainable and scalable results. Innovation-minded.
• Strategic Thought Leadership. Future-oriented. Thinks in terms of the big picture and sees how all pieces fit together.
• Colleague Collaboration. Communicates openly and positively. Works with others toward a common goal. Values diversity. Creatively cross pollinates ideas from a diversity of colleagues.
• Manages Change. Greets changes as opportunities. Drives change effectively. Sustains high energy and a positive attitude in the face of challenges.
• Integrity. Honor commitments, communicates openly and demonstrates the highest ethical standards. Authentic and leads by example.
• Inspirational. Brings out the best in team.
• Relationship Building. Collaborates well with others. Builds effective business relationships.